Job Description

CS Ops Team Member (Nodal & Appellate)
Location: Gurugram
Department: Commercial Customer Service Job Overview
The CS Ops Team Member Nodal & Appellate is responsible for handling escalated customer complaints and appeals. The role focuses on analyzing complaint data, ensuring timely resolution, maintaining compliance, and supporting service quality improvement. Key Responsibilities 1. Complaint Handling & Analysis
Review and analyze escalated customer complaints and appeals.
Identify trends, patterns, and root causes of recurring issues.
Use analytical tools to extract insights and support decision-making. 2. Performance Monitoring
Track KPIs such as resolution time, customer satisfaction, and compliance.
Monitor the progress of escalated cases to ensure timely closure.
Prepare daily/weekly/monthly reports and dashboards for leadership. 3. Process Improvement
Provide insights and recommendations to improve complaint resolution processes.
Identify gaps in nodal and appellate workflows and suggest enhancements.
Participate in cross-functional projects aimed at improving customer experience. 4. Quality & Compliance
Conduct quality checks and audits for nodal and appellate operations.
Ensure compliance with regulatory timelines and standards.
Maintain accurate records and ensure data privacy as per company policy. 5. Coordination & Stakeholder Management
Work closely with customer service teams to resolve cases.
Collaborate with regulatory authorities for reporting and compliance requirements.
Support the CS Ops Team In-charge in day-to-day operational activities. Skills Required
Strong problem-solving ability
Good communication and interpersonal skills
Planning and coordination skills
Customer-centric mindset
Stakeholder management
Analytical thinking Education & Experience
Education: Bachelor's degree in Business Administration, Customer Service, or any related field
Experience:
Minimum 2+ years of experience in data analysis or customer service operations
Experience in complaint handling or regulatory processes (preferred)
Knowledge of aviation service standards is an advantage
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Skills Required